NICE, the global provider of intent-based solutions that enable organizations to extract Insight from Interactions to drive performance, reduce risk, and ensure safety, announced that leading industry analyst firm Ovum recognized NICE’s worldwide leadership position in its 2010 contact center analytics market report “Decision Matrix: Selecting a Speech Analytics Vendor.”

The NICE Interaction Analytics offering includes cross-channel analytics capabilities which are the core of NICE’s packaged business solutions. The NICE offering was recognized for market leadership as based on technology assessment, end-user sentiment, and market impact.

In the report NICE achieved the highest overall score in key technology assessment categories, including solution breadth and depth, strategy, maturity, packaged solutions, and integration with third party systems. This is noted as showing that NICE provides a comprehensive contact center analytics solution with consistent technical excellence. NICE also received the highest score for recognition by customers, and was rated highly for product quality, features and functionality.

Aphrodite Brinsmead, Analyst, Customer Interaction Technologies, Ovum, commented, “NICE’s continued strength in the WOTs (Workforce Optimization Technologies) market makes it a leader for speech analytics; it has a large customer base, a successful go-to market strategy, and continues to provide a strong technology, both through development and acquisitions. NICE’s solution is unique in that it does not view speech analytics as an independent tool and believes its true value comes when integrated tightly with the rest of the WOTs stack. Based on these parameters, among others, NICE received high scores in each area of the Decision Matrix, and as a result Ovum has placed it in the Shortlist category.”

According to the comprehensive analysis, NICE’s focus on multi-channel and cross-channel analytics provides customers with the capability to take real-time action based on insight from different contact channels. Ovum believes this to be a positive move. The report notes that NICE’s solution is unique in that its customers have the ability to discover ways in which a customer has contacted the organization and whether their query was successful, for example to track first contact resolution.

Udi Ziv, Enterprise Product Group at NICE, commented, “We are pleased about this further recognition of our market leadership. NICE is unique in combining a broad variety of advanced interaction analytics technologies that are performed on all kinds of interactions, whether occurring by phone, email, chat or other – uncovering customer intent, and delivering insights for real-time impact. The true differentiator for any organization is the ability to optimize Customer Dynamics for a streamlined, high-performing business, and we are proud to lead the market and provide the business solutions that enable such success.”